Quality Assurance for Contact Centres (March 2021)

How to design and build a QA framework for a contact centre

An effective Contact Centre Quality Assurance Program drives a variety of strategic objectives including an enhanced Customer Experience, better Frontline Engagement, empowered Team Leaders, improved Training curriculums and ongoing innovation in Quality standards.

The reality is quite simple – a weak or non-existent Quality Assurance Program results in weak or poor service.  Fortunately, it works the other way – strong service flows from a strong Quality Assurance program.

Some people think that Quality Assurance means auditing service for improvement.  But the process begins way before auditing begins.

It begins with understanding a culture of service, how to put together a strong Customer Service Vision and develop clear standards and provide for continuous measurement & improvement through strong a strong VOC framework.

This Quality Assurance for Contact Centres March 2021 online course provides an incredibly structured approach to designing, implementing and continuously improving an effective Quality Assurance Program – whether your program is already in place or is brand new.

Delivery

The course is delivered online via ZOOM over 4 x 4-hour sessions:

• Session 1 – Tuesday 9th March, 2021 13:00 to 17:00 AEDT
• Session 2 – Wednesday 10th March, 2021 13:00 to 17:00 AEDT
• Session 3 – Thursday 11th March, 2021 13:00 to 17:00 AEDT
• Session 4 – Friday 12th March, 2021 13:00 to 17:00 AEDT

Note this is not a theoretical course – you will be armed with the skills to implement or optimise a Quality Assurance program to improve quality in your contact centre.